THE A-Z OF CUSTOMER SERVICE EXCELLENCE

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Customer Service

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THE A-Z OF CUSTOMER SERVICE EXCELLENCE:

THE A-Z OF CUSTOMER SERVICE EXCELLENCE Dr. Oyewole O. Sarumi

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A is for Acknowledging customers be that in person, over the telephone, or by written communication (email , letter etc ...)

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B is for Best Value (obviously!).

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C is for Complaints, your most useful form of feedback.

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D is for Dedicated staff working within a culture of customer service excellence.

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E is for Empowerment, equipping your staff with the means and freedom to deliver excellent levels of customer service.

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F is for Flexibility. The rigid application of policy in all cases without exception will inhibit your ability to deliver customer service excellence.

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G is for Going the extra mile. Now a cliché but still worthy of inclusion - amaze your customers by delivering that little bit more than they expect.

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H is for Human. Customers like to deal with humans, not organisations and certainly not machines.

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I is for Interaction with customers. If customer interactions are positively dealt with you are well on the way to achieving excellent levels of customer service.

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J is for Joined-up thinking, or partnership working through which knowledge and experiences are pooled in order to achieve greater efficiency and higher levels of customer service excellence.

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K is for Knowledge. The more you know about your customers the better you will be able to serve them.

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L is for Listening. Truly excellent service providers do not talk, they listen.

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M is for Managing expectations. Wherever possible, underpromise and overdeliver .

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N is for Nurturing the culture of customer service excellence within your organisation.

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O is for Ownership. Throughout the entire organisation all employees should own and feel responsible for the delivery of the customer service excellence programme.

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P is for Processes, having effective processes in place to facilitate excellent customer service delivery.

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Q is for Quality service provision.

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R is for Recovery. When something goes wrong take action immediately to keep control of the situation and find a solution which is acceptable to all.

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S is for Satisfaction. Test the effectiveness of customer service strategies by measuring customer satisfaction.

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T is for Trust, keep your organisation’s promises.

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U is for Understanding the contributing factors to customer service excellence.

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V is for Visibility. Customer service standards and details of current performance in achieving those standards should be made available to all employees and customers.

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W is for Word of mouth. Impress your customers and it will work to your advantage. Upset your customers and it will damage your reputation (one unhappy customer will tell nine others (TARP).

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X is for eXceptional service. Surprise your customers with the level of service you offer them.

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Y is for Year in, Year out because your customer service strategy should be constantly revisited to ensure that standards and processes remain relevant and current.

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Z is for being Zealous in your pursuit of Customer Service Excellence

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